Yesterday I received an e-mail and a phone call from the Design Consultant who will be in charge of the book design, and I have her personal e-mail address, not just a generic customer service address. She will be my contact throughout this process, and has advised that as she actually is working, she may not be able to return calls/e-mails the same day. Nice.

I e-mailed Erin this morning with a question, and got a response within minutes, with enough information to let me know that I can trust her design team. Nicer.

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I should add that I exchanged a few e-mails with Erin that morning about their design philosophy (font sizes, etc.). Now I am definitely impressed. Not only does she know her stuff, she knows how to work with customers.